SPECIAL NOTICE
99 -- Aspect Software, Maintenance, and Support
- Notice Date
- 8/27/2012
- Notice Type
- Special Notice
- NAICS
- 511210
— Software Publishers
- Contracting Office
- Department of Health and Human Services, National Institutes of Health, National Library of Medicine, 6707 Democracy Blvd., Suite 105, Bethesda, Maryland, 20894, United States
- ZIP Code
- 20894
- Solicitation Number
- 12-524-CYC
- Archive Date
- 9/18/2012
- Point of Contact
- Cara Y Calimano, Phone: 301 496-6127
- E-Mail Address
-
CalimaC@mail.nlm.nih.gov
(CalimaC@mail.nlm.nih.gov)
- Small Business Set-Aside
- N/A
- Description
- It is the intent of the National Library of Medicine (NLM) to procure a renewal of licenses from Aspect Communications, 1660 International Drive, #400, McLean, Virginia 22102, on a sole source basis for Aspect's proprietary brand name Automatic Call Distribution (ACD) Systems software, maintenance, and support for a six-month Base Period of October 1, 2012, through March 31, 2013, with a six-month Option Period of April 1, 2013, through September 30, 2013. NLM is processing this requirement for the Center for Information Technology (CIT), National Institutes of Health (NIH). This requirement includes the following Aspect proprietary software licenses: Quantity Description CALL CENTER MISSION CRITICAL 1 - EBUSINESS ARCHITECT 4 - MANAGERS ADMINISTRATION 2 - TEAM LEADER VIEW 1 - CALL CENTER SYSTEM LICENSE 60 - CALL CENTER USER LICENSE CALL CENTER 2 HOUR ONSITE SUPPORT - 24 X 7 COVERAGE 1 - CALL CENTER SYSTEM LICENSE 60 - CALL CENTER USER LICENSE CALL CENTER 2 HOUR ONSITE SUPPORT - 24 X 7 COVERAGE 35 - CALL CENTER USER LICENSE CALL CENTER MISSION CRITICAL 35 - CALL CENTER USER LICENSE 4 - TEAM LEADER VIEW CALL CENTER MISSION CRITICAL 3 - TEAM LEADER VIEW CALL CENTER 2 HOUR ONSITE SUPPORT - 24 X 7 COVERAGE 50 - UNIPHI CONNECT MIGR LIC FROM REM WINSET CALL CENTER MISSION CRITICAL 50 - UNIPHI CONNECT MIGR LIC FROM REM WINSET CALL CENTER MISSION CRITICAL 40 - CALL CENTER USER LICENSE CALL CENTER 2 HOUR ONSITE SUPPORT - 24 X 7 COVERAGE 40 - CALL CENTER USER LICENSE CALL CENTER MISSION CRITICAL 75 - UNIPHI CONNECT USER LICENSE CALL CENTER 2 HOUR ONSITE SUPPORT - 24 X 7 COVERAGE 75 - UNIPHI CONNECT USER LICENSE CALL CENTER MISSION CRITICAL 25 - UNIPHI CONNECT USER LICENSE 25 - CALL CENTER USER LICENSE CALL CENTER 2 HOUR ONSITE SUPPORT - 24 X 7 COVERAGE 25 - UNIPHI CONNECT USER LICENSE 25 - CALL CENTER USER LICENSE CALL CENTER MISSION CRITICAL 20 - TEAM LEADER VIEW CIT has a requirement to renew its Aspect proprietary ACD enterprise software, maintenance, and support that are used by the NIH Service Desk ACD System to manage inbound and outbound call volume, to appropriately route calls, and to capture call data for reporting purposes, among other functions. Since 1997, Aspect proprietary brand name software, maintenance, and support have been used by the NIH Service Desk as the software platform for its ACD System, and which are depended upon by the following other NIH enterprise systems: • The Network Operations Center (NOC) - a 7x24 network monitoring, maintenance and support center managed by CIT's Division of Network Systems and Telecommunications (DNST). • The Clinical Research Information System (CRIS) Service Desk - the support center for the CRIS system, the main patient data management system used in the NIH Clinical Center, our research hospital. • The Electronic Records Administration (eRA) Service Desk - the support center for the eRA system, the main interface used by researchers to submit and track applications for billions of dollars in NIH grants. • National Library of Medicine (NLM) Medline Service Desk Aspect's proprietary brand name software, including its maintenance and support, is the only commercially available product that provides an ACD system application that fulfills all of the following functionalities that are critical to the continued operation of the NIH Service Desk ACD System: 1. Manages inbound and outbound call volume, appropriately routes calls, and captures call data for reporting purposes. 2. Assists with the consolidated management of the NIH Service Desk. 3. Provides the communications support required by callers to contact an appropriate NIH Service Desk agent. 4. Captures data pertaining to incoming customer calls that are used for report generation. 5. Eliminates contact and technical silos by providing a platform for integrated contact management and pervasive information capture and sharing. 6. Makes Customer Relations Management (CRM) a continually improving process by providing robust customer history capabilities and real-time access to contact information. 7. Serves as a platform for mission effectiveness by improving immediate responsiveness to inquiries and by routing contacts according to business rules, expertise, and workload. 8. Includes robust security capabilities that support the implementation of system-wide security policies. 9. Dramatically improves quality of service by providing immediate access to contact information and by supporting very proactive management. 10. Reduces required resources by maximizing the number of inquiries that can be handled with one contact. 11. Reduces total cost of ownership by minimizing required resources, leveraging existing installations, and eliminating the need for redundant networks. 12. Protects existing investments by providing a cost-effective migration path to a converged voice/data environment and VoIP. 13. Provides consistency of response across all contact channels. 14. Increases first-time resolution rates. 15. Provides equally strong support for Web, wireless, voice, and e-mail inquiries. 16. Validates mission effectiveness by accurately measuring and reporting performance. 17. Provides the following ACD system applications: • Advanced graphical interface for building call routing tables - meaning that many other products would be more costly to administer. • Extensive capture of data pertaining to calls allows for the development of clear ACD System metrics and reporting - meaning that many other products would be more costly to develop metrics and reports and would require custom development to capture the data needed. • Support provided directly by the vendor rather than via a third party - meaning that many other products would not receive the same level of vendor support and would therefore be more costly to troubleshoot and support. • High Level of integration between a variety of different call center components - meaning that many other products would require a greater amount of effort and cost to integrate disparate functions. • Middle-tier software and data server products allow for ready integration with Service desk ticketing system, knowledge management system and other support tools - meaning that other products would be more costly to integrate. • Unique multi-tiered integrations between network VOIP and conventional telephony - meaning that many other products would be more costly to deploy in a distributed environment where staff are geographically dispersed. • Recent mergers which provide corporate expertise in both inbound and outbound call center management - meaning that many other products would simply not provide the extensive corporate background experience that Aspect provides. • Provides ability for NIH staff to work both on and off Government site - meaning that telework can be performed both locally and in parts of the U.S., thereby enabling NIH to continue operations during normal and emergency periods. CIT has implemented many business processes via the Aspect workflow, both for the NIH Service Desk and for its non-CIT customers. Switching to another ACD product at this point to replace Aspect is not feasible based upon the prohibitive cumulative cost of (1) acquiring a new enterprise ACD software solution; (2) ensuring that appropriate utility feeds are available to support a new product (power, cooling, phone lines, etc.); (3) re-training in system administration for the NIH Service Desk staff and customers who use the software application; (4) implementing all of the business logic in a new product; (5) re-engineering the existing integrations to function with another product; and (6) incurring major disruption in the services provided by the NIH Service Desk. In addition, significant additional costs would be incurred in customizing another ACD system application in order to incorporate all of Aspect's unique product features and corporate structure. The proposed acquisition will be procured on a sole source basis under the ordering procedures at Federal Acquisition Regulation (FAR) Part 12, Acquisition of Commercial Items. This is not a Request for Proposals (RFP), nor is an RFP available. However, all responsive sources may submit a capabilities statement in a timely manner that will be considered by the Government.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/HHS/NIH/OAM/12-524-CYC/listing.html)
- Place of Performance
- Address: 8600 Rockville Pike, Bethesda, Maryland, 20892, United States
- Zip Code: 20892
- Zip Code: 20892
- Record
- SN02857586-W 20120829/120828001221-a5285d1c49710bf197469ca161d7bd10 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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